Terrible service29 Dec 2014 13:38
Well JD Sports will have lost lots of customers over the last few days, I have shared a queue today with plenty that have vowed never to shop there again as their greedy Xmas returns policy backfired:
- I queue in the Trafford centre on Sunday to be told at the till that they are not doing returns until the next day. I explain that I simply wish to exchange a like for like product for a smaller size and also want to purchase some additional goods NOT POSSIBLE! I ask for the manager, she goes to find him and comes back to say he is busy and if I want to speak to him I will have to go to the front of the store (near exit) I say NO ask him to come to me, he arrives and I explain that I just want to exchange the goods NOT POSSIBLE! I tell him that he can keep the additional goods I wanted and that I would never shop there again and he replies DON'T THEN! Whilst this may be company policy, when you have an obvious upset customer then you should concede on the policy - the tills operate the same way regardless of the policy and you should never answer a customer back in such a rude way
- today I went to the local JD to return the item for a refund (cost to JD £80 v my prior day purchase intention) and the queue was 20 deep with people returning items and customers intending to purchase were walking out rather than queue for 30 minutes as I did. 90% of the transactions were refund or exchange, meaning that the greedy returns policy was now backfiring and seriously damaging the days takings. Despite a manager being present at the till, the staff did not once say to any customer "sorry to keep you waiting"
This was the worst retail experience I can recalling some while and I think we will see the results of poor customer service eventually find its way to the bottom line
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